When all aspects of the contact center flow in sync at peak performance, that’s poetry in motion
HEALTHCARE CLIENT STORY
High water mark for healthcare When all aspects of the contact center flow in sync at peak performance, that’s poetry in motion
Overview
Nature optimizes resources to ensure the ecosystem remains resilient and adaptable. A major healthcare organization and TTEC partnered with the same goals in mind and over five years’ time, improved efficiency and the customer experience while gaining new insights and saving more than $20 million.
When all the moving parts — contact center services, technology, processes, and delivery — are elegantly synchronized, that’s poetry in motion. It doesn’t happen often. It didn’t happen overnight.
But once technology, AI, data, and CRM were fully integrated with contact center services, the roadmap for growth became clear. Weighted down by legacy systems and processes, our client needed to enhance open enrollment and the member experience, increase sales, and reduce costs. What started as a limited-scope, tactical engagement expanded into a multidimensional, far-reaching strategic partnership. Mindset shifted from reactive to proactive and together, TTEC and its client crafted a strategic roadmap not merely for the year ahead but five years into the future. Here are just 3 of the ways TTEC Digital and TTEC Engage optimized numerous systems and orchestrated processes with finesse.
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$20 million savings — surf right to the bottom line How smart data platforms, offshoring, better training, telephony, CRM, and an omnichannel strategy delivered more than $20 million savings
$4.2M Tiered customer data platform
$1.6M CRM
Cost-efficient CRM implementation; enhanced knowledgebase; co-browse and chat
The CDP we built replaced a pricey platform; upgrade improved reporting; enhanced IVR, call flow, self service
$449K Licensing Transition to a regional approach reduced licensing costs
$11.5M Offshore
Skilled teams assist with sales triage for inbound queue and broker support
$2.2M Training
$260K Telephony
New curriculum cut training time, accelerated speed to proficiency; AI-enhanced bots delivered real-time, personalized coaching
Per-minute cost for inbound calls slashed 50% by changing carriers
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CASE STUDY 1
Smart Seasonal approach rocks open enrollment
Sales associates could focus more on selling, which they did with the help of TTEC technology for training and member experience. Customized quote information was delivered via microsite, which included headshots of advocates and instructions to complete the enrollment process via self-service or a contact-the-associate
The health plan faced a worker shortage as it prepared for the annual open enrollment season. It was difficult to find expert employees for part-time work at a modest wage in specific locations. The company adopted TTEC Digital and TTEC Engage’s recommendation to deploy a Smart Seasonal strategy that took into account innovations in people, process, and technology. Using a highly skilled yet cost-effective offshore pre-sales workforce for initial open enrollment inquiries and qualifications reduced the need for many licensed, U.S.-based sales associates, for whom the company raised wages. We prioritized the recruitment of @Home workers for new positions from around the country to serve as year-round healthcare advocates.
button to help finalize the process. Callback assist allowed prospective
members to receive a call when it was their turn to speak to an advocate, rather than wait on hold. And for advocates, a robust knowledgebase and real-time coaching helped enable dynamic improvements to call flow and sales processes.
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Offshore pre-sales workforce
Personalized training, coaching
Self-service, call-back assist
SOLUTIONS
45% drop in cost per enrollment
29% lift in sales conversions
73% rise in Medicare enrollment
RESULTS
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CASE STUDY 2
Igniting the sales pipeline with advanced analytics
that would be a fit for the client’s offering and geographic footprint. We also worked closely with the internal sales team to fine-tune our retargeting strategies. This made it possible to quickly pivot in targeting new industries and opportunities for the client. A team of sales experts identified more than 1,300 sales qualified leads, enabling the client to launch 10 industry-specific marketing campaigns that originated from insights from our team. The client was so pleased with the pilot that it expanded into a full-fledged program with 10 times as many sales experts. The team has been entrusted with greater responsibilities, including engaging buyers deeper in the sales funnel across multiple touchpoints.
Lacking the bandwidth and data insights to grow its SMB and enterprise sales pipeline, the company needed a sales partner with the resources, knowledge, and expertise to fill that gap. TTEC Digital and TTEC Engage brought to bear significant resources to identify and score new prospects and proactively engage them to create sales qualified leads (SQLs) for the sales team. We built a program that could identify net new businesses by zip code, number of employees, and other criteria. We then leveraged our marketing analytics tools to determine how best to engage with the right individual through the right channel. We applied our expertise in predictive analytics, fit modeling, and marketing analytics tools to identify and score leads
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Predictive analytics, marketing analytics
Retargeting strategies
Fit modelling
SOLUTIONS
1,300 unique new SQLs
10 industry-specific campaigns
0 downtime
RESULTS
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CASE STUDY 3
Shed nonsales calls, refine IVR, drive enrollment
member populating the CRM automatically with relevant data to save time gathering information in the front end of the call. This was a vast improvement since callers no longer waited to speak with an associate over the phone or on chat only to learn that they had reached the wrong department. Licensed associates were also able to focus on engaging qualified consumers and increasing conversions. Immediately after updating the IVR, nonsales call volume dropped to nearly zero, and the open enrollment sales team completed more enrollment applications. In fact, with fewer nonsales calls, the rate at which the sales team completed applications rose nearly 39% year over year.
The company offered a wide range of health plans and needed to eliminate costly inefficiencies stemming from misdirected calls. Roughly 10% to 15% of the call volume that the open enrollment sales team received was for nonsales calls. The resulting call transfers created a negative member experience, longer hold times, and increased the cost per sale as licensed associates spent time handling misdirected calls. TTEC Digital and TTEC Engage proposed updating the client’s interactive voice response (IVR) system to screen members on its voice and chat channels. The updated IVR leverages the customer data platform to automatically identify if the caller is an existing member of the health insurance organization. These calls, along with various data elements, were then automatically routed to the right team
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CX transformation strategy
IVR optimization
Intelligent routing
SOLUTIONS
39% rise in enrollment applications
IVR refinements improve CSAT
~100% nonsales calls eliminated
RESULTS
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Member at the center A chief objective of this healthcare client engagement was to create a roadmap to drive additional growth by heightening the member experience.
Member insights that pay dividends Siloed data sources, legacy channels, and lack of insights about the member journey effectively hobble member acquisition potential for any healthcare organization. We tackled this challenge head on. the data to drive key insights all the way to an individual member level. With access to advance reporting from HIP, the client was able to launch targeted outbound campaigns, assess their effectiveness, and find new ways to improve going forward.
members spend less time on hold and more time with knowledgeable healthcare advocates who assist with confidence and empathy nurtured through ongoing training and personalized, real-time coaching. We built a customer data platform (CDP) that generated savings and insights that informed new, more ambitious improvement projects. The resulting feedback loop is integral to surfacing new opportunities for tomorrow, next year, and five years out. None of this could have happened without trust built over time and success of a diverse array of optimization initiatives, each serving as a proof point driving performance goals higher year after year.
By putting the member at the center and choreographing all systems and processes end-to-end, we progress forward as one. With people, systems, and processes in sync, new opportunities to improve reveal themselves – and we seize upon those that are the right fit. As a result, the experience of the contact center healthcare advocate improves, too, lifting job satisfaction and retention. We leverage artificial intelligence and telephony — balanced thoughtfully with human assets — in inventive new ways the client could not achieve with its own corporate IT department. As a result,
TTEC built and implemented a customized version of our Humanify Insights Platform (HIP), a cloud-based customer and employee data platform that provided our client a 360-degree view into members’ needs, behaviors, and preferences. We integrated data across the client’s CRM system, Cisco Voice Platform, and multiple customer support channels, among other data sources. We also layered on natural language processing engines to interpret
Shifting from quarterly to daily reporting was a game-changer, enabling the healthcare organization to be more agile and seize growth opportunities swiftly as they arise.
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How to achieve lotusland Tranquility and a sense of well-being is all anyone can hope for — and our client was committed to enhancing the member experience at every stage of the journey. To build on positive momentum that would drive membership growth. The powerhouse partnership of TTEC Engage and TTEC Digital’s cross-functional teams brings to bear a vast array of industry-specific expertise, experience, innovative, vendor-agnostic technology solutions, and world-class strategic proficiency. And not unlike Mother Nature, the ability to pivot and evolve as the environment changes not merely to survive but to thrive even in harsh and unpredictable conditions. The value of integrated solutions leveraging expertise from both TTEC Engage and TTEC Digital can’t be overstated. With unprecedented visibility and insights into the total ecosystem, successes achieved in one aspect of operations are seamlessly replicated in other operations, encouraging a virtuous cycle of continuous improvement. The glue that pulls it all together is the exceptional manner in which delivery teams responsible for execution work in concert with our data engineering and data analytics teams — in real time — to drive positive outcomes and challenge the status quo on what’s possible. Let’s talk about jointly building a roadmap for the future that unifies technology, processes, and contact center operations to enhance the member experience and grow the base.
Let’s talk!
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TTEC (pronounced T-TEC) Holdings, Inc. (NASDAQ:TTEC) is a leading global CX (customer experience) technology and services innovator for AI-enabled digital CX solutions. Serving iconic and disruptive brands, TTEC’s outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next-gen digital technology, the Company’s TTEC Digital business designs, builds, and operates omnichannel contact center technology, CRM, AI and analytics solutions. The Company’s TTEC Engage business delivers AI-enabled customer engagement, customer acquisition and growth, tech support, back office, and fraud prevention services. Founded in 1982, the company’s singular obsession with CX excellence has earned it leading client, customer, and employee satisfaction scores across the globe. The Company’s over 60,000 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. To learn more visit us at https://www.ttec.com About TTEC
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